Job Description

The Customer Service Representative Job at Cozzini Bros. involves managing inbound and outbound multi-channel support to deliver commercial kitchen solutions. Cozzini Bros. is seeking a Customer Service Representative to provide customer service to both our internal partners and our external customers through various activities.

Responsibilities include answering customer calls and emails and providing prompt issue resolution; data entry; assisting in account reconciliation; preparing orders and invoices; processing new accounts and orders; making outbound customer calls to obtain information and/or to provide follow-up to resolve customer issues; and occasional miscellaneous projects.

Requirements

Key Responsibilities

• Multi-Channel Support: Handle incoming and outgoing customer calls and emails, and serve as support liaison for field sales and service teams.
• Issue/Inquiry Documentation and Resolution: Strive for first-contact resolution while taking ownership of complex or heightened customer concerns. Detailed documentation of interactions required.
• Account Management: Record and verify customer names, addresses, service purchases, and product details in company systems.
• Service Promotion: Explain available commercial kitchen products and services to existing customers and identify added service opportunities.
• Customer Retention: Engage with customers requesting cancellation of products and services to reduce churn and build trust and loyalty.
• Process Improvement: Collaborate with team leaders and peers to enhance daily support workflows and response times.
• Systems & Processes: Utilize available systems and tools to execute established processes.

Qualifications & Requirements

• Education: High School Diploma or GED.
• Experience: 2 to 3 years of prior call center or customer service experience.
• Skills: Strong communication, active listening, patience, time management, and a positive, helpful attitude.
• Proficient with Microsoft Office applications, specifically Word, Excel, and Outlook.
• Experience with NetSuite ERP and/or Salesforce CRM is a plus.
• Hybrid work from home/work from office schedule. Office hours may be required (minimum 3 days per week). Some weeks require more than the minimum. Mon-Fri.
• Quick learner who is comfortable with rapid change and continuous learning